Ledbury Market Surgery - Ledbury

Fiona Y.

LHP relies upon a glitchy online system for ordering repeat prescriptions that does not always function. Not for the first time, after several tries and one unhelpful message, I emailed them asking for urgent assistance. The rude, indiscreet and extraordinarily unprofessional Practice Manager referred my perfectly civil email to two non-medical persons BOTH outside the practice, directly criticising me! She is SO incompetent that she COPIED her email - containing inappropriate and baseless remarks about me - STRAIGHT TO ME - and was caught in the act! This left me wondering, not for the first time, just how "secure" a patient's personal information really is. Co-incidentally I was due at the practice for a routine procedure the same morning. I set out in good time, but on the way was interrupted repeatedly by 4 consecutive calls from the Head of Practice, apparently attempting to intercept me, "undo the damage done" or prevent my complaint going public. Stopping my car each time to check who was calling made me a few minutes late for my appointment and I found I could not check in using the screen. Four other patients were already queuing for attention at a reception manned by a single female. She was in LOUD conversation with a couple and it would have been rude to interrupt so I waited my turn. Her voice was SO loud that the packed waiting room could scarcely avoid hearing the patients' private and personal business. When my turn finally came I was LOUDLY and publicly "ticked off" by her for NOT queue barging! As instructed, I waited patiently for a long time while she went away to ask if I could still be seen and I was eventually given a later appointment, obliging me to interrupt my afternoon's work as well and return to town. I have often sat uncomplaining in the waiting room, long past my appointment time for a routine procedure that takes just 2 minutes to perform. But apparently that does not count. I did as I was bidden, returning in the afternoon. The Head of Practice was FULLY aware that I was there on both occasions, but chose not to approach. As I drove away the second time I was AGAIN assailed by repeated telephone calls. Tuesday's experience came on top of my existing disquiet about standards of care at LHP, which are also raising concern amongst staff at Hereford Hospital. As an older person who has seldom been any burden on the NHS I have been shocked by the dismissive and patronising attitude of doctors and staff alike. They no longer enjoy exclusive access to accurate medical information - thanks to Google - which has evaporated a great deal of the "medical mystique" they used to enjoy. Patients are now in a position to better understand their own conditions and take more control over their health. The profession would do well to recognise this and stop treating patients like mushrooms. I get the impression that anyone over the age of 60 is regarded by them as mentally deficient and, judging by other reviews on this page, I am not the only one who feels this.
UPDATE: This week they advised me to make an appointment online using the NHS app. COMPLETE FAIL. Having registered (a tedious process), I tried to use the appointment system and found it malfunctioning. Wasted almost 3 hours of my life trying and even got my partner to try too - same experience. So, since phoning the practice for an appointment is also a tedious process, it is back to driving into Ledbury, paying to park, and standing in a queue to try to make an appointment in person, while a whole room-full of waiting strangers listen in...........

Ben J.

I know that LHP are overstretched. This is due to lack of resources and the massive growth in Ledbury’s population which is not matched with a proportionate increase in funding. But I have always found all staff, from reception to the GP’s themselves, to be polite and caring. I would prefer to have to negotiate a little bit of confusion with systems and online processes, as long as the quality of treatment when it happens is good. And in LHP’s case it is. Particular thanks for to Doctors Bullivant and Moon, and to Jason the physio. Your care is much appreciated.

K S.

Needed to submit enquiry online- only to find they have switched off online enquires by 3pm on a weekday and only advice is to contact 111. This is a bit frustrating but otherwise have had good service from the GP.

Caroline E.

I can't speak highly enough of this practice. Following 2 major operations in the past 2 years, everyone I've come into contact with, doctors reception and nurses have been friendly and supportive. I know they face challenges in these uncertain times but I think they manage amazingly well. Thank you.

Sam

"You can't book an appointment for the future, you will have to call in on the day that the doctor is working"

So you better be able to get an hour free from work on that day, have enough free time to get through the busy morning call queue and then hope that there's still room for you to go.

What's amazing is that someone came up with that idea then it got approved by multiple people. Absolutely horrendous. 0 stars if I could.

Catherine E.

I can't comment on the other reviews but we have had outstanding care from the surgery. My father who has a heart problem emailed the surgery and received a detailed phone call from our doctor the same day. We are incredibly grateful as we know this is a difficult time for the surgery. Despite all staff being run off their feet with Covid they took our worries seriously and did not treat us as time wasters. Cannot thank them enough.

Lynne P.

I cannot even give one star, since the merge the practice has gone so far down in my ranking. When it was the market surgery I always gave top marks but now I can't even give bottom marks. It is impossible to get an appointment with a doctor, if you actually manage to get through on the phone. I have a friend who has terminal cancer, he has had no contact from his Doctor since his diagnosis a year ago. I spend hours trying to get through to sort out issues with his medication. I have already made two complaints and received a letter of apology which explained that the practice was short of receptionists and doctors. Just last week I called on a very urgent matter for him and got a message to say that the surgery was very busy and to call back later. I did, 4 times during the period from 9am to 4pm and eventually had to go to the surgery. We now have no option in Ledbury but this surgery, I dread to think what other people are going through who are not as able as I am to get to the surgery and try to sort things out. I could and should write a book about how poor this surgery is but I am too busy trying to get medications and other problems for both myself and my very ill friend sorted, .

Yvonne B.

Excellent service. Got a callback from the doctor the next day. He felt he needed to see me and was seen same day. Always had great service here! No complaints.